Customer Service Representative - Level 2
About The Position
Crystal Management, LLC (CMiT) is seeking a Customer Service Representative, Level 2 to provide responsive, customer-focused technical support for hardware, software, network, application access, system, and telecommunications issues. The representative serves as a point of contact for customers requesting technical assistance by telephone or electronic service requests. The role involves diagnosing and troubleshooting technical problems, resolving incidents at first contact whenever possible, documenting solutions, and escalating complex issues to appropriate technical support teams. The position is located at the DIA Customer Contact Center in Annapolis Junction, Maryland. Work schedules vary based on operational and contract requirements. The listed shift is swings, 2:00 p.m.–10:00 p.m., with varying days. Training is 6–8 weeks on a Monday–Friday day shift. Mandatory overtime includes one weekend day per month. No travel is required.
Requirements
- Experience providing customer service or technical support in a service desk, help desk, or similar technical-support environment.
- Working knowledge of desktop and laptop computers, printers, and common Microsoft Windows applications.
- Ability to diagnose, troubleshoot, and resolve hardware, software, application, system-access, network, and telecommunications issues.
- Ability to accurately document incidents, troubleshooting activities, and resolutions in incident-management or ticketing systems.
- Strong customer-service and problem-solving skills.
- Strong written and verbal communication skills.
- Ability to communicate technical information effectively to customers.
- Ability to follow established troubleshooting and escalation procedures.
- Ability to work independently and effectively manage multiple customer requests.
- High school education level.
- Obtain a certification meeting DoD 8570 Information Assurance Technical Level II (IAT II) requirements within 120 days of the start date.
- Obtain at least one of the following within 120 days of the start date: CompTIA A+, HDI certification, ITIL Foundation, or Microsoft 365 certification.
Responsibilities
- Provide first-contact technical support and incident resolution for hardware, software, application, network, system-access, and related technical issues.
- Respond to customer requests received by telephone and electronically submitted service tickets.
- Diagnose, identify, isolate, and analyze technical problems using available resources, established procedures, and historical incident records.
- Resolve as many incidents as possible during the initial customer contact.
- Troubleshoot Tier II technical issues and provide telephone-based technical assistance.
- Escalate incidents to Tier II, Tier III, application, system support, or other appropriate specialists when additional expertise is required.
- Provide courteous, professional, and customer-focused service throughout troubleshooting and resolution.
- Document incident details, troubleshooting activities, status updates, and resolutions in applicable incident-management and tracking systems.
- Maintain and update service records and tracking databases.
- Identify recurring technical issues and patterns and bring them to management's attention.
- Provide customers with answers to frequently asked questions and solutions to common technical problems.
- Support customer self-help capabilities by providing solutions and information for commonly encountered issues.
- Maintain current working knowledge of computers, laptops, printers, and commonly used Microsoft Windows applications.
- Perform other related duties as assigned in support of operational and contract requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
